Moore2018
| Moore2018 | |
|---|---|
| BibType | INCOLLECTION |
| Key | Moore2018 |
| Author(s) | Robert J. Moore |
| Title | A Natural Conversation Framework for Conversational UX Design |
| Editor(s) | Robert J. Moore, Margaret H. Szymanski, Raphael Arar, GJ Ren |
| Tag(s) | EMCA, HCI, UX, Design |
| Publisher | |
| Year | 2018 |
| Language | English |
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| Pages | 181-204 |
| URL | Link |
| DOI | https://doi.org/10.1007/978-3-319-95579-7_9 |
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| Howpublished | |
| Book title | Studies in Conversational UX Design |
| Chapter | |
Abstract
With the rise in popularity of chatbot and virtual-agent platforms, from Apple, Amazon, Google, Microsoft, Facebook, IBM and more, a new design discipline is emerging: Conversational UX Design. While it is easy to create natural language interfaces with these platforms, creating an effective and engaging user experience is still a major challenge. Natural language processing (NLP) techniques have given us powerful tools for analyzing bits of language, but they do not tell us how to string those bits together to make a natural conversation. Natural conversation has a sequential organization that is independent of the organization of language itself. At IBM Research-Almaden, we are addressing this user experience (UX) design challenge by applying formal, qualitative models from the field of Conversation Analysis to the design of conversational agents. Our Natural Conversation Framework (NCF) is a design framework for conversational user experience. It provides a library of generic conversational UX patterns that are inspired by natural human conversation patterns and that are agnostic to platform and input method (text or voice). This chapter will cover the four components of our Natural Conversation Framework: (1) an interaction model, (2) common activity modules, (3) a navigation method and (4) a set of sequence metrics. In addition, it will briefly outline a general process for designing conversational UX: from mock-up to working prototype.
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